Create email surveys

Overview

Create email surveys to request reviews from your customers on popular social media and review platforms. When creating surveys, you can prioritize the review sites included in the email. This helps you maintain a balanced presence across your supported platforms.

Setup

What you need to get started

To create email surveys, your account must have Marketing Pro Reputation Management. To get started with Marketing Pro Reputation, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).

Required permissions

The Can access ServiceTitan Marketing Pro module permission is required to access and use the Marketing Pro module in ServiceTitan. To have this permission enabled, please contact the account administrator on your team.

Quick start guide for Advanced Survey Creation settings

To create an email survey using the Advanced Setup, you must first enable the Advanced Survey Creation feature:

1. Go to the navigation bar and click Settings .

2. In the side panel, go to Marketing > Reputation Management.

3. Select the Advanced Surveys tab.

4. Turn on the Enable Advanced Survey Creation toggle. 

Best practices

We recommend using the Default Setup when creating your email surveys. Using the Advanced Setup can lead to a decrease in the number of generated reviews. For more, see Use Default Setup to create an email survey.

Create email surveys

Create and send survey requests to your customers through email, helping your business generate more online reviews. You can create email surveys in two different ways:

• Use Default Setup to create an email survey: This option provides customization in how a survey is delivered, the content of the survey, and how the survey is targeted.

• Use Advanced Setup to create an email survey: This option provides advanced features, such as landing pages. Use this setup option if you're looking for a higher degree of audience segmentation.        

  Note: Using the Advanced Setup may limit the reach of your survey and the number of reviews generated.

After you create them, email surveys are sent to the primary email address on the customer record.

Manage email surveys

Manage all your surveys on the Review Generation screen, saving you time and effort. You can also view details for each survey, helping you monitor their performance.

• Manage surveys

Troubleshooting and FAQ

Troubleshooting

Check out common troubleshooting articles for email surveys. Each article provides a clear, step-by-step solution.

• Reputation review survey request wasn't sent

• The 'Resend Survey' button isn't working on the Review Requests page

• Can't add and save Business Unit to Reputation Survey or Reputation Location

• Reputation review request survey appears as sent even though the customer's Job Notifications are off

FAQ

Check out frequently asked questions for email surveys. For more, see Reputation - FAQ.